JOB DESCRIPTION

Customer Service Executive plays a pivotal role in ensuring our students and partners have a positive and seamless experience with our platform. You will be responsible for handling inquiries, resolving issues, and providing top-notch support to our users. Your primary goal is to maintain high levels of customer satisfaction while representing our brand.

Key Responsibilities:

• Customer Support:
  • Respond to customer inquiries via email, chat, or phone promptly and professionally.
  • Assist users with registration, account management, and technical issues.
  • Troubleshoot and resolve user concerns, ensuring a positive resolution.
• Product Knowledge:
  • Develop a deep understanding of our educational products and services to effectively assist users.
  • Stay updated on product updates and changes to provide accurate information.
• Communication:
  • Communicate with clarity, empathy, and professionalism to build trust and rapport with users.
  • Follow up with users to ensure their issues are fully resolved.
• Documentation:
  • Maintain detailed records of customer interactions, issues, and resolutions.
  • Provide feedback to the development team regarding recurring technical issues.
• Team Collaboration:
  • Collaborate with colleagues and cross-functional teams to escalate and resolve complex issues.
  • Share insights and suggestions for improving customer support processes.
• Quality Assurance:
  • Monitor and evaluate customer service interactions to ensure quality and adherence to company standards.
  • Identify opportunities for improvement and provide feedback to supervisors.
• Customer Feedback:
  • Gather and analyze customer feedback to identify trends and areas for improvement.
  • Suggest enhancements to products and services based on user input.

Qualifications:

• Bachelor’s degree or equivalent work experience.
• Previous experience in customer service or support roles, preferably in an EdTech or e-learning environment.
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills and a customer-centric mindset.
• Ability to work in a fast-paced, dynamic environment.
• Proficiency in using customer support software and tools.
• Empathy and patience in dealing with customer inquiries and issues.
• Team player with a willingness to collaborate and learn.

Facilities:

• Offer a variety of nutritious and delicious meals to employees daily.
• Recognize and reward outstanding performance with awards, bonuses, or other incentives.
• Organize team-building events, outings, and social gatherings to foster camaraderie.
• Access to Interactive Cares Masterclasses: Give employees free access to Interactive Cares masterclasses and training sessions to enhance their skills and knowledge.
• Implement a performance-based promotion system, ensuring that employees are rewarded for their hard work and dedication.
• Encourage managers to provide LinkedIn recommendations for employees, helping them build a strong professional online presence.
• Based on their performance, provide the opportunity for employees to secure a permanent position within the company, offering job security.
• Implement a referral program where employees can refer potential candidates, and if hired, they receive a referral bonus.
• Organize regular networking events within the company to help employees build professional connections.
• Host workshops and training sessions to develop valuable skills that are relevant to their roles and career growth.
• Provide opportunities for employees to gain hands-on experience in their field, allowing them to apply what they’ve learned.
• Arrange sessions where employees can interact with executives and gain insights into the professional world.
• Offer assistance with optimizing employees’ LinkedIn profiles to increase their visibility and networking potential.
• Establish a mentorship program where experienced employees guide and support newcomers in their career journey.
• Recognize and reward outstanding performance with awards, bonuses, or other incentives.
• Offer a company-wide learning platform with a variety of courses and resources for continuous learning and growth.